Assistant Director, Open Enrollment

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $23.68 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

POSITION OBJECTIVE

The Assistant Director, Open Enrollment will play a pivotal role in advancing the growth and success of Weatherhead School of Management Executive Education programs. The assistant director will be responsible for strategic oversight, detailed process improvement, superb customer service, and the orchestration of complex agendas. Working independently and creatively to find problems inhibiting program success, create systems of analysis to find solutions, and explain these issues and solutions to the team to get stakeholder buy in. Collaboratively work with the Director on short- and long-term strategic planning and program implementation, demonstrating the ability to process complex, highly confidential, strategic and time-sensitive information. Clearly communicate and make recommendations to leadership on policies and procedures.

The assistant director's efforts are expected to enhance the Weatherhead School of Management's reputation and success by engaging audiences of potential participants and selling executive education programs and services. This role demands a proactive and leadership-driven approach, contributing significantly to a high-performing team that values a positive attitude and collaborative spirit.

ESSENTIAL FUNCTIONS

• Strategic Management and Oversight of Program Portfolio - Manage existing portfolio of programs (currently approximately 60 standalone programs and 12 certificate programs). Duties will include regular monitoring and analyzing of registration data and trends including working with the director in making program adjustments that directly affect the revenue generation for the organization. The assistant director will engage with the director to address identified program shortcomings by creating reports including raw data and graph presentation. Will monitor satisfaction with administrative processes, i.e., registration, exception requests, program evaluations, etc. Oversee the online registration system (Destiny 1) as the primary expert, ensuring data accuracy, system efficiency, and ongoing system-use improvement. Support the department staff in implementing registrations, programs, and creating reports including trend analysis and recommendations for program improvement. Coordinate with University Technology (Utech) on system performance and troubleshoot efforts that impact both internal and external clients. Train staff on database processes as needed, and supervise interactions among program instructors, the department operating team, and accounting for seamless scheduling and program delivery. (50%)
• Customer and Stakeholder Engagement ¿ Serve as the primary interface for executive education inquiries, managing communications with the community, affiliate accounts director, and department assistant. Streamline registration processes and referrals, with a focus on selling prospective participants the appropriate programs. Solve complex issues, ensuring customer satisfaction and alignment with organizational objectives. Represent executive education and Weatherhead School of Management to external audiences, ensuring a professional and solution-oriented approach. (15%)
• Financial Management and Accountability - Lead the invoicing and accounts receivable functions for open enrollment and signature programs as the first line of collections. Process all payment requests, track outstanding balances, and follow-up in partnership with the accounting department. (7.5%)
• Sales Content Development and Analysis - Partner with the director of open enrollment, executive education directors, and instructors to create compelling print and online content for web landing pages to grow sales. Analyze sales and course evaluation data to identify program opportunities and work with the director to make curriculum content adjustments. (7.5%)

NONESSENTIAL FUNCITONS

• Marketing and Social Media Strategy - Develop and implement strategies for social media posts. Work with the director of open enrollment to target appropriate audiences from the customer relationship management database and coordinate approach. Write daily posts on the departments LinkedIn and Facebook pages highlighting and promoting the programs and services. Respond and engage with followers in a way that enhances connection and understanding of executive education offerings and brand. (5%)
• Production and Distribution Management - Manage the production and distribution processes of the annual catalog and any print/electronic material such as pricing sheet, banners, and flyers to highlight and promote programs, while collaborating with the school of management marketing team. Make contributions to the design and content of on-line presence (website) consistent with the marketing strategy. (5%)
• Oversee Accreditation Processes - Maintain applications and standing with credentialing agencies (ICF, Project Management Institute, etc.). Includes fulfilling requirements for the various certification and recertification processes for the executive education programs that qualify for various continuing education credits/units. Create and distribute Credly badges. (5%)
• Participate in meetings and discussions on projects and decisions that impact the entire Weatherhead Executive Education Team. (4%)
• Perform other duties as assigned. (<1%)

CONTACTS

Department: Continuous contact with executive education directors, program managers, accountant, and other team members.

University: Regular contact with university departments as needed, i.e., marketing, alumni, corporate relations, and information technology group (Utech).

External: Regular contact with senior to middle level managers and external vendors such as non-CWRU faculty.

Students: Continuous contact with the school of management students and executive education participants/clients.

SUPERVISORY RESPONSIBILITIES

Manage student workers/interns (1 to 3).

QUALIFICAITONS

Experience: Minimum 3 years of experience working in a corporate, consulting, or academic setting. Prefer experience in program management, customer service, or marketing and/or event promotion. Higher education experience a plus. Experience using the registration platform Destiny 1 or Salesforce a plus.

Education/Licensing: Bachelor's degree in business administration or a related field required.

REQUIRED SKILLS

• Ability to provide exceptional customer service and to build and maintain effective working relationships with colleagues, students, alumni, and faculty face to face and over the phone.
• Ability to effectively communicate and sell the benefits of lifelong learning and personal development to customers with an ability to match client needs with the appropriate service.
• Ability to prioritize tasks and manage multiple projects simultaneously, take initiative, work collaboratively, and work independently with little supervision to meet deadlines.
• Computer proficiency in Word, Excel, and PowerPoint required.
• Must have excellent verbal and written communication including strong grammar and proofreading skills.
• Finds satisfaction in creating, implementing, and improving processes and completing complex tasks.
• Detail orientated with strong organizational and planning skills.
• Demonstrates ability to discreetly handle confidential information.
• Brings a positive, problem-solving attitude and can function at a high level with an eagerness to pitch in to administer projects outside of regular duties to support the team
• Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to meet consistent attendance.
• Willingness to learn and utilize Artificial Intelligence (AI).

WORKING CONDITIONS

Professional office setting, customer focused and results oriented. Fast paced constantly changing working environment requiring adaptability and flexibility. Job may require long hours, including evenings and weekends.

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.

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